Free CIS-CSM Exam Dumps

Question 26

What are the types of units used to measure entitlements? (Choose two.)

A. Hours
B. Contract
C. Cost
D. Case

Correct Answer:AD
Entitlements are counted on a per unit basis. The Unit field on the Service Entitlement form defines the unit type, either cases or hours.
Source: https://docs.servicenow.com/bundle/washingtondc-customer-service-management/page/product/customer-service-management/task/configure-csm- entitlements.html

Question 27

Out-of-box, which functionality handles state transitioning for case management?

A. Business Rules
B. Flows
C. Workflows
D. State Flows

Correct Answer:D

Question 28

Advanced Work Assignment (AWA) pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Which step would ensure the work was allocated to the appropriate agent?

A. Set the Agent Experience (What agents see in their Workspace inbox)
B. Define Assignment Rules (How to assign work items)
C. Define Work Item Queues (Where to route)
D. Configure Service Channels (What to route)

Correct Answer:B

Question 29

A contact can submit a self-registration request from the customer portal with a registration code. Which of the following roles can approve the request? (Choose three.)

A. Customer service manager (sn_customerservice_manager)
B. System administrator (admin) Most Voted
C. Customer administrator (sn_customerservice.customer_admin) Most Voted
D. Partner administrator [sn_customerservice.partner_admon] Most Voted
E. Service organization administrator (sn_customerservice.service_organization_admin)

Correct Answer:BCD

Question 30

When the virtual agent plugin is installed NLU is activated but is not available for use until what two configurations are completed?
Choose 2 answers

A. Choose the NLU service provider
B. In the NLU Settings configure the Entity confidence threshold
C. Enable NLU in Virtual Agent
D. In the NLU Settings configure the Intent confidence threshold

Correct Answer:AC